We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 400695 results
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Decision Reference DRN-5854436
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5854436 The complaint The estate of Ms M complains that Lloyds Bank Plc, as the receiving bank, could’ve prevented the loss Ms M suffered as the result of an alleged scam. What happened On 16 November 2020, Ms M made a payment to an account held with Lloyds, as part of an investmen... (3 pages)View decision -
Decision Reference DRN-5576885
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5576885 The complaint Mr C complains Barclays Bank UK PLC won’t refund the money he says he lost to a scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. In summary, Mr C says he transferred... (3 pages)View decision -
Decision Reference DRN-5821355
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5821355 The complaint Mr M has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M has said he saw an online advertisement and completed a form expressing an interest in oil investments. Off the back of that he received a call from the scammer. He w... (4 pages)View decision -
Decision Reference DRN-5854431
13 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5854431 The complaint Ms M’s estate complains that HSBC UK Bank Plc will not refund the £150,000 they say Ms M lost to a scam. What happened Ms M knew an individual I will call X, he had previously acted as her estate agent in a property sale, and she had known him for several year... (3 pages)View decision -
Decision Reference DRN-4827150
13 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4827150 The complaint Mrs S and Mr S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (3 pages)View decision -
Decision Reference DRN-5429910
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5429910 The complaint Miss K complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of an investment scam. Miss K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (5 pages)View decision -
Decision Reference DRN-5834419
13 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834419 The complaint Mrs G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5942578
13 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5942578 The complaint D, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. D is represented by ‘Q’, which brings the complaint on D’s behalf. What happened As all parties are familiar with the circumstanc... (6 pages)View decision -
Decision Reference DRN-5928037
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5928037 The complaint Mr F, on behalf of his limited company ‘R’, complains that Barclays Bank UK Plc won’t refund the money he says he lost to a scam. What happened Mr F was looking to buy a van for his business. He saw one advertised online which appeared to meet his needs, Mr F ... (4 pages)View decision -
Decision Reference DRN-5780678
13 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5780678 The complaint Mr R complains about the decline of his home (contents) insurance claim by Liverpool Victoria Insurance Company Limited (‘LV’). What happened The background to this complaint is well known to Mr R and LV. I won’t repeat in detail what’s already known to both pa... (3 pages)View decision